This is in inquiry to my cashout reimbursement, I think I emailed them a week and a half ago.

Lock Support
JUL 24, 2012 | 12:16AM EDT
Hello xxxxx,

Thank you for your email. I have forwarded your email to our Cashier department who will be in contact. However I would ask you to bear in mind that due to the nature of the inquiries they deal with our Cashier department’s response may not be as quick as our front line support. Thanks in advance for your patience.

Please let us know if we can be of further assistance.

Kind Regards,

Sean
---
CSR, Lock Support

http://www.lockpoker.eu
http://www.lockcasino.eu

They may not be giving me my "one time a month" reimbursement in a timely manner, but hey, they are providing me with some first-class entertainment.

DD

Yeah, I received the exact same email from them. It was forwarded to a different department and signed by somebody else. But otherwise it was 100% the same as yours. And I thought the same thing about their super speedy front lime support.

I've gotten some good ones from them too. I sent this:

Support team,

The first thing I want to talk about is the tournament I just played. It is currently Sunday night at 9 PM (US Central Time). About an hour ago I was Heads up in a MTT. First place was something like 975 and second was 675. During HU play a message came on the screen saying the tournament had been cancelled and we would be paid based on the sites cancellation policy. It has been an hour and there is no more money in my account than when I entered the tournament. I'm sure in the 3 days it takes to get a response from support this will be cleared up but on the off chance it isn't I figured I would get a jump start on clearing this up. My account balance should be 1050 at a minimum and since I think you split the remaining money, more like 1200.

My second question is about the VIP program. Say for example, that I earn Black VIP on the second to last day of July. This includes 35% rakeback. Will I recieve 35% RB for all of August? Or just for the last day of July?

My last question is about rake and points. On my Admin page it currently says my monthly rake is 1713. I assume this is dealt and must divide by 10 to get how much goes toward my VIP status. If this is the case 171.3 would, which makes sense with my current standing (just over halfway to white). If I understand the point system correctly I should have 7 points for every dollar of that 171.3 which would be over 1,000. But currently my points are only 501. I'm sure I'm missing something can you please help explain this?

Thank you



And after a long time received this as a response:

Hi,

I am sorry to report that there were technical issues that prevented players from playing but you should have been refunded for any games you registered for but were unable to play in due to the disconnection. Also, please refer to our Disconnection Policies below.

We sincerely apologies for this and are doing everything we can to ensure this does not occur again in the future.

50/50 Tournament Policy

If a tournament is canceled before the money, we will try to compensate all remaining players based on their play up to the time of the cancellation. This is best achieved by awarding 50% of the prize pool to all remaining players and the other 50% of the prize pool will be awarded proportionately based on each player's chip count. All remaining players will also receive a refund of their entry fee. Any player who was eliminated prior to the cancellation will not be entitled to a refund. All awards for a tournament canceled in progress will be cash. If the canceled tournament has a guaranteed prize pool, only the entry fee will be returned (not the guaranteed prize).

In the Money Tournament Policy

If a tournament is canceled and there are players in the money, we will try to compensate all remaining players based on their play up to the time of the cancellation. This is best achieved by awarding each remaining player with the minimum prize not yet awarded, and the rest of the prize pool will be awarded proportionately based on each players chip count. All remaining players will also receive a refund of their entry fee. Any player who was eliminated prior to the cancellation will not be entitled to a refund. All awards for a tournament canceled in progress will be cash. If the canceled tournament has a guaranteed prize pool, only the entry fee will be returned (not the guaranteed prize).

Sit'N'Go Tournaments

If a tournament is canceled with it is running, players will be issued a refund for their full buy-in and fee. Any remaining prize pool will be split amongst all remaining players based on chip count.
All our best,

Daniel



Successfully not answering any of the questions I asked (the issue did get resolved eventually though).

I think the VIP program should work so that you keep the VIP level you qualified for the month you're in + the following month. That's how it usually works: Stars, Merge, etc. I only just joined Lock so can't say 100% sure but it'd be pretty weird if it doesn't work this way.

Monthly Gaming Rev shows YOUR rake paid this month, afaik. No divisions needed. MONTHLY RAKEBACK also shows your monthly rakeback.. multiply it by 3 and you'd have your rake paid, roughly.

Thanks, I sent that email very soon after joining and got answers to the first two questions eventually... last one makes more sense now.

I got an email like this a week and a half after requesting exclusion from Lock casino. I am still able to play on their casino today...

I have received exactly the same email right down to the signature from Lock.....so this is how their massively expanded CS team is dealing with issues......copy and paste.

I am a ROW player who is new to Lock.

I have been waiting since 7th July for a 2k Skrill cash out and just made a 1.3k cash out to Neteller 3 days ago to see if there is any difference.

I have only been playing on Lock for about 5 weeks and have never encountered such a shady way of operating at a poker site before. Like other ROW players, my first withdrawal to Skrill went through in a relatively timely fashion and now I am waiting and waiting for this one with no word from Lock after numerous emails until the standard one re OP.

It is all starting to look to me like this site is in serious financial and operating difficulties and that they are trying to mask the problems for as long as possible whilst they keep the deposits flowing in. I am trying not to think like this....but it all looks like a long view con.

It beggars belief that "imjustshane" can come on here to announce the August promotions in a new thread whilst leaving pages and pages of complaints about unanswered emails and unprocessed cash outs ignored.

I hope I am wrong but like so many others I guess I can only wait and see. Luckily I have many other options when it comes to internet poker and I certainly will not be back on Lock in the foreseeable future.

Well Played Lock

I got mine and so did a lot of other people I am a ROW lots of choices best deal by far is Lock no one else is close Worth 600 a month to me They had a problem with Skrill seems to be over